Train Your Team on the New Platform

Converge Team

• Updated March 12, 2026

How to train your support team when switching from Tawk.to, including onboarding timelines and best practices.

Training Your Team After Switching from Tawk.to

Tawk.to's December 2025 redesign introduced a vertical navigation layout with cross-channel conversation switching — similar in concept to most modern unified inboxes. Your team's familiarity with tawk.to's property system, ticketing, and CRM will transfer well, though some concepts map differently.

Key Concept Mapping: Tawk.to → New Platform

Properties in tawk.to (one per website) map to companies in platforms with multi-tenant architecture. Shortcuts (canned responses) map to Quick Replies. Tickets (created from forwarded emails or offline messages) map to conversations in unified inbox platforms where email is just another channel. Departments in tawk.to map to auto-routing rules or agent assignment. Triggers (automated chatbox events) map to auto-reply rules or chatbot flows.

Day 1: Core Navigation (30 min)

Walk through the unified inbox, showing how messages from all channels (not just website chat) appear in one place. Demonstrate conversation status changes — in tawk.to, chats either end or become tickets; in most modern platforms, conversations flow through open → resolved → closed states. Show how customer profiles aggregate information across all channels a customer uses, rather than creating separate contacts per channel.

Day 1: Features Your Team Already Knows (30 min)

Cover the equivalents of features your team uses daily in tawk.to: Shortcuts → Quick Replies (with variable support for personalization), Tags (both platforms use them similarly), Internal Notes (per-customer notes visible only to agents), File Sharing (attachments within conversations), and Search (across contacts and messages). If your team relied on tawk.to's Visitor Monitoring to see who's on the site in real-time, explain how the new platform handles visitor tracking — some platforms offer equivalent beacon/analytics features.

Day 2: New Capabilities (30 min)

Focus on features that tawk.to doesn't offer: multi-channel messaging (WhatsApp, Telegram, Discord conversations appearing alongside website chats), AI reply suggestions (context-aware response recommendations, not just canned responses), message translation, SLA policies with automatic tracking, and CSAT surveys triggered on conversation resolution. These are the features that justify the switch.

Week 1: Guided Practice and Resources

Tawk.to users may be accustomed to the free tawk.to Academy training videos and dashboard walkthroughs. Point your team to your new platform's equivalent documentation, guides, and onboarding resources. Have agents handle real conversations with a team lead available for questions. Use internal team chat for quick support during the transition period.

Tip: If your team used tawk.to's Departments feature to route chats to specialized groups, set up equivalent routing rules (auto-routing with round-robin or load-balanced assignment) on your new platform before going live.